Jack’s 9 Habits to Increase Customer Retention

To achieve customer retention means that you need to develop a variety of habits. Here are nine service advisor habits that will help you improve your results.

Habit #1: Being Prepared Top service pros devote a significant amount of time to knowing there product and being prepared for new business, and this habit prevents the peaks and valleys that many other service people experience. Being prepared builds your confidence.
Do you have an appointment process in place and do you execute that process?

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Habit #2: Asking great questions. Many service people I have encountered do not ask high value questions when meeting with your customers and prospective customers. Top service people have learned to ask tough, probing, thought-provoking questions that make prospects think. The challenge with this is that many service advisors are uncomfortable asking these types of questions because they feel that questions of this nature are too probing. The key is to verbally rehearse asking these questions BEFORE you meet with your prospect or customer. Experience has taught me that most people will tell you anything you want IF you have the courage to ask.
What powerful questions are you prepared to ask?

Habit #3: Listening skills. The best service advisors I know are excellent listeners. They listen carefully to what their customer says and listen for underlying clues and hidden messages. They also seek clarification when necessary. They use prompters such as “tell me more” or “go on” which encourages the other person to divulge additional information. And, they also make strong eye contact which demonstrates that they are paying close attention.
How can you improve your listening skills?

Habit #4: Creativity. In today’s ultra-competitive environment, the ability to stand out from the competition is critical. Top service personnel look for creative ways to achieve this. They use creative service process methods, in their presentations, their follow up and right through to active delivery. In everything they do, the customers wants and needs come first.
What are you doing to differentiate yourself from your competitors?

Habit #5: Effective Presentations. During my tenure in the corporate world, I endured many sales presentations and most of them were ineffective because they focused on the seller’s company or product. Great Service Advisor Teams focus on the prospect’s situation and clearly demonstrate how they will benefit by using your product, service or solution.
How can you improve your sales presentations to ensure they are client-focused?

Habit #6: Status Calls. We all know that the phones ring all day. A successful Service Advisor has a process in place for status calling. Successful service advisors know that it takes persistence and diligence to make contact and they use a variety of strategies to achieve this goal. By setting the expectation first.
How can you set the expectation with your customers?

Habit #7: Organizational skills. Let’s face it…service advisors have a ton of responsibilities in addition to meeting their quotas and targets. Juggling multiple priorities, managing a number of R.O’s and Internals, filling out paperwork and dealing with client concerns absorb a lot of time. Successful people prioritize their time and use technology to help them manage their workload.
What can you do to improve your organizational skills?

Habit #8: Asking for Testimonials.  Successful people consistently ask for testimonials and even help their customers develop an appropriate endorsement. The testimonial is one of the BEST ways to toot your horn! With social media at our finger tips this should be done on the service drive daily!
What can you do to develop this habit?

Habit #9: Follow up. Many a sale has been lost due to lack of follow up. And given the technology we have at our fingertips today, this should be a no-brainer. However, too many service advisors fail to follow-up after reviewing a Multi Point Inspection at active delivery mistakenly thinking that the prospect will call them if they are interested. News flash! It’s up to you to follow through afterwards and I guarantee that you are losing sales if you are waiting for people to call you back.
What follow-up system can you develop?

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